Well, the ‘reply all’ button for emails is certainly helpful and saves a lot of time especially when you have a handful of people to address. But nevertheless, one glance at the names is all it takes to avoid any awkward situations. In one such situation, UrbanClap’s CEO Abhiraj Bhal has accidentally landed himself in by hitting the reply-all on a customer complaint. This means that the email that was meant to be read by ‘employees only’ ended up in the inbox of the customer himself. The statement was itself not flattering. “Please ignore him completely. Nobody should answer his queries,” read the email sent by Abhiraj.

The name of the complainant is Rakesh Verma, an employee of OYO rooms who raised a complaint on UrbanClap saying that the technician supplied by the company had been unable to fix his AC and was no longer picking up his calls. Rakesh and UrbanClap had been emailing each other for months and the back and forth caught the attention of the CEO who asked his team to ignore Verma.

Here’s the Image of the Email

Abhiraj Bahl's reply to a customer. (Photo Credits: Reddit Post Grab)

Rakesh tweeted his emailed conversation with UrbanClap who had not responded to his emails or resolved the issue in over 50 days.

When Abhiraj saw the email, he asked his employees to ignore him completely and ended up marking Rakesh on the email. Rakesh took to social media yet again and shared the screenshot of the email on Twitter and asked people’s views on Abhiraj’s reply.

Rakesh’s tweet got viral on social media and Abhiraj apologised for his comment. He said, “I must say that it was incorrect for me to have responded this way. That was a mistake and I acknowledge the same.” However, Abhiraj defended his company and said that it provided the best service. They also claimed that the AC was not damaged by them.

As per latest developments, Rakesh’s AC is ready to be replaced by UrbanClap or the company is ready to pay the estimated amount of repair changes. Rakesh tweeted..

Seems like UrbanClap learnt a lesson, the hard way though. One cannot say that who was at fault but a customer complaint being dissected in the open is never a good look for a company. What is your opinion about this whole episode.

(The above story first appeared on LatestLY on May 17, 2018 10:12 PM IST. For more news and updates on politics, world, sports, entertainment and lifestyle, log on to our website latestly.com).